Onboarding Manager (Customer onboarding and activation) at Vonage

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Communications, Technology, SaaSIndustries

Requirements

Bachelor's degree in Business, Marketing, Communications, or a related field
5+ years of experience in a customer-facing role, such as Customer Service, Customer Support, Account Management, or Customer Success, preferably in tech or SaaS
Tech and process savvy with a love for building seamless operations
Strong understanding of customer lifecycle and initial product experience
Excellent written and verbal communication skills, ability to explain technical concepts clearly and empathetically
Strong interpersonal skills and passion for helping customers succeed
Proactive, problem-solving mindset with ability to identify issues and propose solutions
Familiarity with CRM software (e.g., Salesforce, HubSpot) and/or Customer Success Platforms (e.g., Gainsight, Intercom) is a plus
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Highly organized with strong attention to detail
Proficiency in Microsoft Office Suite or Google Workspace

Responsibilities

Serve as primary point of contact for new customers during onboarding
Conduct onboarding calls, product tours, and personalized training sessions (1:1 or small group) to guide through setup, features, and best practices
Answer questions, troubleshoot basic issues, and provide timely, accurate information for smooth adoption
Proactively check in with customers to monitor progress, identify roadblocks, and ensure desired outcomes
Execute onboarding workflows and playbooks for various customer segments
Utilize and update customer success/CRM platforms to track progress, document interactions, and manage data
Contribute to improving onboarding processes by identifying inefficiencies and suggesting enhancements
Assist in setting up customer accounts, configuring settings, and ensuring integrations
Leverage onboarding resources (e.g., knowledge base, videos, in-app guides) to support learning
Provide feedback on onboarding content effectiveness to relevant teams
Collaborate with Sales for smooth transition from sales to onboarding
Work with Customer Support to resolve complex technical issues
Hand off onboarded customers to CSMs with comprehensive notes and context
Communicate customer feedback and challenges to product, engineering, and marketing teams
Assist in tracking onboarding metrics (e.g., activation rates, feature adoption, time-to-value, churn signals) and contribute to reporting with qualitative insights

Skills

Customer Onboarding

Customer Success

CRM Platforms

Product Tours

Training Sessions

Troubleshooting

Account Setup

Process Improvement

Customer Engagement

Feedback Collection

Vonage

Cloud-based communication services for businesses

About Vonage

Vonage provides cloud-based communication services to businesses of all sizes, from small startups to large enterprises. Its main offering is the Communications Platform as a Service (CPaaS), which allows companies to integrate voice, messaging, video, and data capabilities directly into their applications and processes. This integration helps businesses enhance customer engagement and streamline internal communications. Additionally, Vonage offers Unified Communications as a Service (UCaaS), which combines various communication tools into one platform, and Contact Center as a Service (CCaaS), which focuses on advanced customer service solutions. Unlike many competitors, Vonage operates on a subscription-based model, supplemented by usage-based fees, ensuring a steady income while allowing flexibility for clients. The goal of Vonage is to modernize communication infrastructure for businesses across various industries, improving their operational efficiency and customer service.

Holmdel Township, New JerseyHeadquarters

2001Year Founded

$361.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Hybrid Work Options

Risks

Leadership changes may disrupt strategic continuity at Vonage.

Regulatory pressures in India could challenge the Airtel partnership.

Adoption hurdles may slow the transition from SMS to Rich Communications Services.

Differentiation

Vonage offers a flexible portfolio of cloud-based communication applications and APIs.

The company provides CPaaS, UCaaS, and CCaaS solutions for diverse business needs.

Vonage's subscription and usage-based revenue model ensures financial stability and growth.

Upsides

Increased demand for integrated communication solutions boosts CPaaS and UCaaS markets.

Partnership with Airtel Business opens opportunities in the growing Indian market.

Collaboration with SAP enhances Vonage's competitive edge in AI-driven solutions.

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